CX Knowledge Specialist

📋 Description

• Audit fragmented content surfaces: inventory, tag, flag duplicates/stale, migrate into one
• Own knowledge base: product support articles, troubleshooting guides, how-tos, product best
• Structure knowledge for humans and AI: apply taxonomy, metadata, templates, write articles for AI
• Keep knowledge current through releases: track Product shipments, update/create articles before
• Close knowledge gaps: triage reports of inaccurate/missing content, update source material
• Mine ticket signals, search logs, agent escalations to find gaps and prioritize fixes

🎯 Requirements

• 5+ years in knowledge management, support operations, technical writing, or content operations
• Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar)
• Comfortable using LLMs in daily workflow
• Strong writer able to turn complex technical/legal-product details into clear content
• Systems thinker who likes structure
• Comfortable operating at fast pace with weekly product changes

🎁 Benefits

• Equity
• Bonus
• Salary range: $88K – $132K USD